What information do I need to provide when I make a complaint?

Our aim is to resolve your complaint as quickly as we can. To help us do this, please provide the following information:

A description of your concerns or issue

What you would like us to do to rectify the problem

Your name and address

A phone number and the best time to contact you

Your member number and any other details you think are important

What happens after I’ve made a complaint?

Once you’ve made a complaint, we’ll aim to contact you within 24 hours. We’ll confirm that we’re looking into your complaint, and we’ll let you know when you can expect a response.

We’ll also give you a complaint reference number so we can quickly find your record.

Our final response

We will contact you to discuss our response, providing an explanation of our investigation, what we plan to do following the investigation and why we made the decision. This may be over the phone by letter.

Unfortunately, some complaints will take longer to resolve. If our investigation takes longer than 4 weeks, we will be in contact with an update on your complaint – as well as provide you with your options if you wish to escalate the complaint further.

The Financial Ombudsman Service

The Financial Ombudsman Service, sometimes referred to as the FOS, has been set up to provide consumers with a free and independent service to resolve disputes with financial providers.

If you have a complaint that you cannot resolve with your bank, building society, credit union, insurance company, mortgage or pension provider then you may be able to take it to the FOS. Before you can take it to the FOS you must have first tried to resolve your complaint using the internal complaints procedure.